Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Paulina Martinez

Houston,TX

Summary

Dynamic customer service professional with extensive experience at Escalantes, excelling in effective multitasking and complaint handling. Proven track record of enhancing customer satisfaction through proactive communication and personalized service. Skilled in managing high-pressure situations while fostering team collaboration and maintaining a welcoming environment. Committed to delivering exceptional dining experiences.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Hostess

Escalantes
07.2019 - Current
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Answered phone calls to take orders, give information and document reservations.
  • Completed daily side work and opening and closing duties without fail.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Backed up servers by checking on tables and retrieving items for guests.
  • Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.

To Go Server

Escalantes
07.2019 - Current
  • Maintained timely communication with both kitchen staff and customers regarding any potential delays or issues, ensuring transparency and managing expectations effectively.
  • Demonstrated excellent communication skills when interfacing with customers over the phone or in-person, resulting in positive feedback and repeat business.
  • Provided expert knowledge of menu items and ingredients when interacting with customers, facilitating informed decision-making for their meal choices.
  • Managed multiple orders simultaneously while maintaining attention to detail, ensuring proper packaging and presentation for each item.
  • Trained new employees on best practices for To-Go Server responsibilities, fostering team efficiency and consistency in service quality.
  • Handled cash transactions accurately, contributing to a well-balanced till at shift''s end.
  • Increased drink, appetizers, entree, and dessert orders by suggestively selling daily specials or popular items.
  • Improved customer loyalty by addressing any concerns or issues promptly and professionally, offering solutions that align with company policies while satisfying guest expectations.
  • Utilized point-of-sale systems efficiently to input orders accurately and track customer preferences for future reference when desired.
  • Enhanced to-go packaging process, ensuring orders were both presentable and secure for transport.
  • Managed phone and online orders with high degree of accuracy, ensuring customer satisfaction with every interaction.

Hostess

Lucilles
09.2024 - 12.2024
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Reduced wait times for guests by effectively coordinating with other team members during peak hours.
  • Maintained balanced cash drawer with correct money values and accurate documentation.

Server

Escalantes
01.2024 - 12.2024
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Explained menu items and suggested appropriate options for food allergy concerns.

Manager

Escalantes
10.2023 - 04.2024
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

High School Diploma -

Bellaire High School
Houston, TX

Skills

  • Customer service
  • Effective multitasking
  • Patience and empathy
  • Phone etiquette
  • Complaint handling
  • Special requests handling

Certification

Tabc

Food handler

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Hostess

Lucilles
09.2024 - 12.2024

Server

Escalantes
01.2024 - 12.2024

Manager

Escalantes
10.2023 - 04.2024

Hostess

Escalantes
07.2019 - Current

To Go Server

Escalantes
07.2019 - Current

High School Diploma -

Bellaire High School

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Paulina Martinez